NOC Analyst – Atlanta

Five9 is a leading provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, helping organizations transition from legacy premise-based solutions to the cloud. Five9 provides businesses with cloud contact center software that is reliable, secure, compliant and scalable, which is designed to create exceptional customer experiences, increase agent productivity and deliver tangible business results.

We are actively seeking a NOC Analyst in Atlanta to join our Network Operations Center team for an exciting opportunity play a key role in maintaining our cloud contact center services and application delivery. You will serve as the “eyes and ears” 24/7/365, providing technical guidance & leadership. This position will be located in Atlanta, GA.

Key Responsibilities:

  • Perform daily, weekly monthly and quarterly maintenance procedures and defined in the Operational Guidelines
  • Monitor and Identify events proactively resolving issues
  • Follow standard operating procedures performing day-to-day maintenance on Five9 Network, Telecom and Cloud systems
  • Test and turn up of SIP and ISDN trunk groups
  • Report all service impacting issues within 5 minutes of detection
  • Respond & Resolve Customer escalations within the SLA window
  • Monitor Carrier & Partner metrics to assure adherence to existing SLA’s
  • Open and track to resolution vendor, carrier and internal tickets
  • Internal & External Incident Notifications
  • Provide “Root Cause Analysis” for all incidents
  • Monitor Network Security and report and document any breaches
  • Adhere to Five9 policies for reporting and managing change requests control

Requirements:

  • 2+ years recent relevant experience providing technical support, performing maintenance, monitoring and configuration work, in a 7x24x365 technical operation environment
  • Strong technical knowledge in at least one of the following categories:
    • Telephony configuration and troubleshooting
    • Networking configuration and troubleshooting
    • Systems administration and troubleshooting
    • Database Use and Administration
  • Experience with CRM ticketing systems and coordinating workflow with other departments
  • Must be willing to work shifts and participate in on-call rotation (days, nights, weekends)
  • Understanding of voice or data networks and protocols
  • Ability to communicate clearly with the Global NOC’s internal & external customers
  • Familiarity with telecom & network carriers their portals and ticketing procedures
  • Experience working with network & telecom vendor equipment
  • Associates degree from a college or trade school in computer science, engineering or related technical discipline or equivalent relevant work/military experience

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

Our headquarters are located in the beautiful Bishop Ranch Business Park in San Ramon, CA.

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